MLA
Llamas-Alonso, María Rosa, and Ana Isabel Jiménez-Zarco. "E-CRM: A Key Issue in Today’s Competitive Environment." Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, IGI Global, 2010, pp. 154-162. https://doi.org/10.4018/978-1-61520-969-9.ch012
APA
Llamas-Alonso, M. R. & Jiménez-Zarco, A. I. (2010). E-CRM: A Key Issue in Today’s Competitive Environment. In I. Management Association (Ed.), Business Information Systems: Concepts, Methodologies, Tools and Applications (pp. 154-162). IGI Global. https://doi.org/10.4018/978-1-61520-969-9.ch012
Chicago
Llamas-Alonso, María Rosa, and Ana Isabel Jiménez-Zarco. "E-CRM: A Key Issue in Today’s Competitive Environment." In Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, 154-162. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-969-9.ch012
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